In today’s competitive marketplace, the quality of customer service can significantly differentiate businesses. Did you know that agents with extensive product knowledge not only resolve doubts but also enhance the customer experience? This article will explain how a well-informed customer service team can transform interactions with your customers and enhance loyalty to your brand.
6 Reasons Why Agent Expertise Improves Customer Service
Deep knowledge of the products and services your agents possess is a crucial tool for providing exceptional service. Let’s explore six reasons why this is essential.
Allows them to better advise customers during the purchase process
An agent who knows the product well can effectively guide customers toward the options that best suit their needs. Instead of trying to force a sale, the agent looks for the best solution for the customer.
Gives agents more confidence
Confidence conveys security, and security is crucial for your customers to feel that they are in good hands when being advised. The most effective way to strengthen your agents’ confidence is by helping them to know the product better.
Makes them more persuasive in speaking
Agents with greater knowledge are more persuasive when advising and selling to their customers. Being persuasive is about addressing the customer’s pain points to meet their needs and guide them to a satisfactory solution.
Allows them to clarify doubts and overcome objections
An agent capable of dispelling all of a customer’s doubts, no matter how silly, is more likely to close a sale. Keep in mind that these doubts cause insecurities and hinder the purchase. Helping them answer their doubts brings your customers closer to the sale.
Generates more trust in your customers
According to Adobe research, customers buy from brands they trust. Therefore, generating and strengthening your customers’ trust is vital for closing a sale and retaining them in the future. The moment a customer loses trust, you’ve lost a customer.
Wins customers for life
Everything previously mentioned keeps your brand at the top of your customers’ minds, which in turn makes them associate your brand with humanity and trust. This ultimately fosters loyalty. A good customer experience can win some customers for life.
Tips to Improve Your Agents’ Expertise
We’ve seen how your agents’ knowledge impacts the customer experience. Now, we want to close by giving you some tips to elevate your agents’ knowledge level about the products and services your company offers.
Get to know your target better
Agents who know their customers well know how to advise them better. While experience helps the agent handle certain problems or specific needs, ideally, the agent should already know the ideal customer profile for each product.
Know every detail of the product and service
No detail is “silly” or “unnecessary” when it comes to advising customers to make a purchase. In fact, many agents fail to close sales because they do not know some “insignificant” details.
Understand the needs and objections of your audience
Among all the things an agent should know about their potential customers, the needs or objections to each product take a priority place, as this is the biggest impediment to guiding them to the best possible solution.
Train your clients to manage the customer experience well
This must be a priority among the sales and support agents of any organization and company. But the change comes from the top; if the company culture and executives do not place the customer at the center, it is very unlikely that the agents will.
Increase the motivation of your agents
A motivated agent conveys their enthusiasm to the customers. Therefore, your agents’ satisfaction directly influences the customer experience.
According to McKimsey, businesses that invest in improving the agent experience often see this translate into better customer experience. For instance, one insurer focused on customer experience (CX) training for nearly all its agents, resulting in doubled customer experience scores, a 25% reduction in processing times, and improved retention rates. This emphasizes how essential it is for agents to be well-trained and supported, as their satisfaction and effectiveness directly impact the overall customer experience.
Motivate your agents through incentives that recognize their performance:
- Percentage of earnings per sale
- Awards for certain amounts of sales/assistance
- Trips
- Vouchers for restaurants/hotels
- etc.
Do you need specialized agents? Improve customer experience with Levi BPO Solutions!
Investing in the training and development of your agents not only improves customer satisfaction but also increases the loyalty and value of your brand. If you want your customers to choose your company time and again, ensure your agents are experts in what they offer.
However, keep in mind that preparing your agents requires a certain investment of resources, especially time and money. Therefore, sometimes the best alternative is to outsource your call center to a specialized BPO.
At Levi BPO Solutions, we have agents with high expertise, committed to satisfying your customers. Let us get to know your product in detail and increase your company’s sales.
